Shipping policy

KARARA MUJASSME

Shipping, Return & Refund Policy

Effective Date: 15 June 2026 | Last Updated: 15 June 2026

This Shipping, Return and Refund Policy ("Policy") constitutes a legally binding agreement between Karara Mujassme ("Company", "we", "us", "our") and any customer, buyer, or user ("Customer", "you") who places an order through our website www.kararamujassme.com or any other authorised sales channel. By placing an order with us, you unconditionally accept and agree to be bound by the terms of this Policy.

This Policy is governed by and construed in accordance with the laws of the Republic of India, including but not limited to the Consumer Protection Act, 2019; the Information Technology Act, 2000 and the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021; the Sale of Goods Act, 1930; and all applicable rules and regulations promulgated thereunder. Subject to the Consumer Protection Act, 2019, the exclusive jurisdiction for any dispute arising out of or in connection with this Policy shall vest in the courts and tribunals located in New Delhi.

1. Company Information

Registered Name: Karara Mujassme

Principal Place of Business: Chandra Gardens, Near Air Force Station Rajokri, New Delhi — 110038

Additional Address: 3rd Floor, Mehrauli-Gurgaon Road, opp. Pillar 94, Sultanpur, Ghitorni, Delhi — 110030

Customer Support Email: support@mujassme.com

Customer Support Phone: +91 9985446006

WhatsApp:

Website: www.kararamujassme.com

2. Nature of Products — Important Disclosure

All products offered by Karara Mujassme are artisanal, handcrafted, and/or bespoke in nature. Many items are made-to-order, finished or customised specifically to the Customer's requirements, dimensions, or aesthetic specifications. Customers are advised that:

Handcrafted and bespoke products involve inherent natural variations in texture, colour, finish, grain, and dimension. Such variations are characteristic of authentic artisanal craftsmanship and do not constitute a manufacturing defect.
Photographic representations on our website are for illustrative purposes only. Actual product appearance may vary due to screen resolution, lighting conditions, and the handcrafted nature of each piece.
Customers are encouraged to visit our galleries at the addresses listed above or book a consultation prior to placing an order for clarity on product specifications.

3. Order Confirmation & Processing

Orders are deemed confirmed only upon receipt of a written confirmation from Karara Mujassme, accompanied by issuance of an invoice or order acknowledgement.
For standard catalogue items, processing and dispatch shall commence within 1–3 working days from the date of order confirmation.
For bespoke, custom, or made-to-order items, a separate production and delivery timeline will be communicated in writing at the time of order confirmation. This timeline supersedes the standard processing window.
Karara Mujassme reserves the right to cancel or refuse any order prior to dispatch in the event of pricing errors, stock unavailability, or circumstances beyond our control. In such cases, any advance payment received shall be refunded in full within 7–10 working days.

4. Shipping Policy

4.1 Dispatch & Delivery

Karara Mujassme ships across India via reputed logistics partners. International shipping is available on a case-by-case basis and must be confirmed in advance.
Estimated delivery timelines vary based on destination, product size and weight, and the logistics partner assigned. Delivery estimates are indicative and not guaranteed.
Tracking details, where available from the logistics partner, will be shared with the Customer upon dispatch at the registered email address or phone number.

4.2 Shipping Charges

Shipping charges, if applicable, will be displayed at checkout or communicated in writing prior to order confirmation.
For large, heavy, or fragile items such as sculptures, gazebos, and gates, special freight arrangements may be required. Any additional freight costs will be communicated and confirmed with the Customer in advance.
Custom duties, octroi, entry taxes, or any other local levies — if applicable — shall be borne solely by the Customer.

4.3 Risk of Loss

In accordance with the Sale of Goods Act, 1930, risk in the goods shall pass to the Customer upon delivery of the goods to the logistics partner or carrier at our premises. Karara Mujassme shall not be liable for loss, theft, or damage occurring after handover to the carrier, except as specifically provided in Section 6 (Damaged Goods) of this Policy.

4.4 Delays & Force Majeure

Karara Mujassme shall not be held liable for delays caused by force majeure events including but not limited to natural disasters, floods, strikes, civil unrest, government orders, pandemics, logistics disruptions, or any other circumstance beyond our reasonable control ("Force Majeure Event").
In the event of a Force Majeure Event, Karara Mujassme will make reasonable efforts to notify the Customer and reschedule delivery at the earliest opportunity.
Force Majeure Events do not entitle the Customer to cancellation or refund unless the delay exceeds 60 calendar days from the confirmed dispatch date.

5. Return & Exchange Policy

5.1 General Non-Return Policy

Given the handcrafted, bespoke, and often made-to-order nature of our products, Karara Mujassme operates a strict no-return, no-exchange policy once an order has been dispatched, subject only to the exceptions expressly provided in this Policy. Returns and exchanges will not be accepted for:

Change of mind, aesthetic preference, or incorrect selection by the Customer;
Variations in colour, texture, finish, or dimensions that fall within the natural characteristics of handcrafted artisanal work;
Products that have been installed, modified, or used by the Customer after delivery;
Products for which the 48-hour reporting window specified in Section 6 has lapsed;
Bespoke or custom-manufactured products, except in cases of confirmed manufacturing defect or transit damage as described in Section 6.

This non-return provision is consistent with the Consumer Protection Act, 2019, which permits sellers to establish no-return policies for handmade and customised goods, provided such policies are disclosed to the Customer prior to purchase.

5.2 Cancellation of Orders

Orders for standard catalogue items may be cancelled within 24 hours of placement, provided dispatch has not yet commenced. Cancellation requests must be submitted in writing to support@mujassme.com.
Bespoke, made-to-order, and custom items cannot be cancelled once production has commenced. The Company will notify the Customer of the production commencement date at or shortly after order confirmation.
If a cancellation is accepted, any advance payment made shall be refunded within 7–10 working days, net of any production costs or materials already procured, as applicable.

6. Damaged Goods — Transit Damage Claims

6.1 Reporting Procedure

Karara Mujassme takes utmost care in packaging all items. In the rare event that an item arrives in a damaged condition attributable to transit mishandling, the Customer must adhere strictly to the following procedure:

Damage must be reported to Karara Mujassme within 48 hours of delivery. Claims reported after this window will not be entertained, and the Customer shall be deemed to have accepted the goods in satisfactory condition.
To raise a transit damage claim, the Customer must email support@mujassme.com with the subject line: "Transit Damage Claim — Order No. [Order Number]".

6.2 Required Documentation

The following documentation is mandatory for a claim to be considered:

Clear photographic and/or video evidence of the damaged product from multiple angles;
Photographic evidence of the outer packaging, including all sides, showing the condition at time of receipt;
Photographic evidence of the inner packaging and cushioning materials;
Copy of the delivery receipt or proof of delivery;
Order number, invoice number, and a written description of the damage observed.

6.3 Claim Evaluation & Resolution

All transit damage claims will be evaluated by Karara Mujassme within 7 working days of receipt of complete documentation.
Karara Mujassme reserves the sole and final discretion to determine whether the damage is attributable to transit mishandling and to determine the appropriate resolution.
Resolutions may include, at our discretion: repair of the damaged item; partial or full replacement of the damaged component or item; or store credit. Cash refunds for transit damage will be considered only in cases where repair and replacement are determined by us to be impractical.
Damage arising from Customer mishandling, improper storage, installation errors, or use inconsistent with product guidelines shall not qualify for a transit damage claim.
Incomplete documentation or failure to comply with the 48-hour reporting requirement shall result in automatic rejection of the claim.

7. Refund Policy

7.1 Eligible Refund Scenarios

Refunds will only be processed under the following circumstances:

Order cancellation by Karara Mujassme due to stock unavailability or pricing error (full refund of advance paid);
Order cancellation by Customer within the eligible window under Section 5.2 (net of production costs incurred);
Transit damage claim approved by Karara Mujassme under Section 6.3, where replacement is determined to be impractical;
Delivery of a product that is materially and demonstrably different from what was ordered, as confirmed by Karara Mujassme upon review.

7.2 Refund Process

Approved refunds will be processed within 10–15 working days from the date of approval.
Refunds will be credited to the original payment method used at the time of purchase. Where the original payment method is unavailable, refunds may be issued via bank transfer or store credit, at Karara Mujassme's discretion.
Shipping and handling charges are non-refundable unless the return is due to an error on the part of Karara Mujassme.

7.3 Consumer Protection Act, 2019 — Statutory Rights

Nothing in this Policy is intended to exclude, restrict, or modify any right or remedy available to a Consumer under the Consumer Protection Act, 2019 ("CPA 2019"), including rights in respect of defective goods under Section 2(10) of the CPA 2019. In the event of any conflict between this Policy and the provisions of the CPA 2019, the provisions of the CPA 2019 shall prevail to the extent of such conflict.

Customers who believe their statutory rights have been violated may approach the District Consumer Disputes Redressal Commission, the State Consumer Disputes Redressal Commission, or the National Consumer Disputes Redressal Commission, as applicable based on the value of the dispute, in accordance with the Consumer Protection Act, 2019.

8. Bespoke & Custom Orders — Special Terms

For all bespoke, custom-commissioned, or project-based orders, a separate Bespoke Service Agreement or Purchase Order shall be executed between Karara Mujassme and the Customer. In the event of any conflict between this Policy and a Bespoke Service Agreement, the Bespoke Service Agreement shall prevail.
Advance payments for bespoke orders are non-refundable once production has commenced, except in cases where Karara Mujassme is unable to fulfil the order due to circumstances entirely within our control.
All designs, moulds, drawings, and artistic concepts developed by Karara Mujassme in connection with a bespoke order remain the exclusive intellectual property of Karara Mujassme, unless expressly transferred in writing.

9. Limitation of Liability

To the fullest extent permitted by applicable Indian law:

Karara Mujassme's aggregate liability to any Customer shall not exceed the invoice value of the specific product or order in respect of which the claim arises.
Karara Mujassme shall not be liable for any indirect, incidental, special, consequential, or punitive damages, including loss of profits, loss of business, or loss of opportunity, arising out of or in connection with any product or order.
Karara Mujassme does not warrant or represent that products are suitable for any particular purpose beyond those expressly stated in our product descriptions.

10. Grievance Redressal Mechanism

In accordance with the Consumer Protection Act, 2019 and the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021, Karara Mujassme has designated a Grievance Officer to address Customer complaints:

Grievance Officer: Arjun Yadav

Designation: Operations & Purchase Manager

Email: support@mujassme.com

Address: Karara Mujassme, Chandra Gardens, Near Air Force Station Rajokri, New Delhi — 110038

Response Time: Within 48 hours of receipt of complaint. Grievances will be resolved within 30 days of acknowledgement, except in cases requiring further investigation.

11. Amendments to This Policy

Karara Mujassme reserves the right to amend, revise, or update this Policy at any time. Changes will take effect upon publication on our website at www.kararamujassme.com. Customers are advised to review this Policy periodically. Continued engagement with our products or services following the publication of any amendment shall constitute acceptance of the revised Policy. For existing orders placed prior to any amendment, the version of the Policy in force at the time of order placement shall apply.

12. Governing Law & Dispute Resolution

This Policy and all disputes arising out of or in connection with it shall be governed by and construed in accordance with the laws of the Republic of India.
The Parties shall first endeavour to resolve any dispute amicably through written communication within 30 days of a formal written notice of dispute.
If the dispute is not resolved amicably, it shall be subject to the jurisdiction of the courts and consumer forums in New Delhi, India, in accordance with applicable law.
Customers retain all rights available to them under the Consumer Protection Act, 2019, including the right to approach consumer redressal forums.

13. Contact Us

For all shipping, return, refund, or policy-related queries, please contact us through the following channels:

Email: sales@mujassme.com

Phone: +91-99111-22106

WhatsApp: +91-99111-22106

gallery (Delhi): Chandra Gardens, Near Air Force Station Rajokri, New Delhi — 110038

Website: www.kararamujassme.com

This document constitutes the official Shipping, Return and Refund Policy of Karara Mujassme.

Note: This Policy is for informational purposes and does not constitute legal advice. Karara Mujassme recommends consultation with a qualified legal professional before finalising this document.